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Your feedback and complaints

Sharing what went well and what could be better helps us improve our services and your experience of care.

  • Share a compliment.
  • Suggest an improvement.
  • Tell us what could be better.
  • Raise a concern or make a complaint.

Share your experience

Care Opinion is an independent website where you can share your experience of our services.

You can post anonymously and we review feedback and use it to improve our services.

Tell your story on Care Opinion

Concern and complaints

Our Patient Safety, Carer and Community team is your point of contact for confidential advice and support.

The team can help you by:

  • giving you confidential advice and support
  • raising a patient advice and liaison service (PALS) enquiry
  • supporting you to make a formal complaint
  • working with the relevant service on your behalf

You can contact the team weekdays, 8:30am to 4:30pm.

How does the patient advice and liaison service (PALS) help?

If you have a concern:

  • speak with a member of staff involved in your care
  • ask to speak to the ward manager, team manager, matron or Service manager
  • contact the Patient Safety, Carer and Community team if this is not possible

We aim to respond to enquiries within 10 working days.

Making a formal complaint

If we cannot resolve your concern through Care Opinion or the patient advice and liaison service, you can make a formal complaint.

We will deal with complaints fairly, promptly and effectively. Making a complaint will not affect your care or the way you are treated.

You can make a formal complaint by:

  • email
  • writing
  • phone (we will record the details electronically and ask you to confirm the information is accurate)

Please note, this is not a walk-in service.

Where to submit a formal complaint

What will happen next?

  • We can only look into complaints about services we provide.
  • If other organisations were involved, we may work with them and, where appropriate, provide a joint response.
  • We will tell you who the lead organisation is and who will respond to you.
  • We aim to respond to formal complaints within 30 working days. If we cannot do this, we will contact you to explain why and tell you when to expect an update.

If you are not satisfied with the response, please contact the Patient Safety, Carer and Community team in the first instance.

Independent support

Advocacy services provide free, independent support if you want to make a formal complaint about NHS services.

Doncaster Cloverleaf Advocacy

Rotherham Absolute Advocacy

North Lincolnshire POhWER Advocacy

What if I’m still not satisfied?

If you remain dissatisfied with the response to your complaint, you can ask the Parliamentary and Health Service Ombudsman (PHSO) to review your case.

The service is independent of the NHS and government, and their service is free.

They usually expect you to complete the NHS complaints procedure first, unless they decide this is not reasonable in your circumstances.

For more information, visit the Parliamentary and Health Service Ombudsman (PHSO).

Parliamentary and Health Service Ombudsman

Page last reviewed: May 12, 2026
Next review due: May 12, 2027

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